The initial plan was to add the service cloud modules to their current ERP system. Although an integrated solution had some benefits, the return on investment proved to be challenging for AVR.
Last year, they were introduced to Data Access Europe and saw the features and benefits of Halifax, an off-the-shelf solution.
For the correct evaluation of a claim, it is important to understand the full story behind the claim. AVR asked Data Access if they could link the warranty handling in Halifax with ticketing functionality. This would improve the efficiency of following up on technical support requests from the dealers. Should the ticket result in a warranty repair, the dealer can easily convert it into a claim, simply adding costs. Hence also for the dealers, this is a very efficient solution.
Technical support and warranty claims will now be registered as structured data rather than being handled via email. This change helps AVR to handle service questions more quickly, allowing them focus on issues to improve the quality of their machines.
Lorch Schweißtechnik is a global brand and German manufacturer of welding equipment. Producing innovative solutions, Lorch recently introduced new robot technology for automated welding as a first step toward Industry 4.0.More